Genesys - CSI for Stat Server: Genesys environment pre-requisites

You must have a Genesys environment configured with the following characteristics to use the Genesys CSI for Stat Server adapter:

  • An environment with a Configuration Server and Statistics Server.

  • An environment with agents configured for voice, chat, or email channel work.

  • An understanding of how to configure the Genesys environment. Refer to the relevant Genesys documentation for how to configure these components and agents.

  • Queues must be configured in the Genesys system.

  • The Genesys environment must be licensed to allow Platform SDK (PSDK) to be utilized:

    • For WFO releases 1130 and later, you need Genesys PSDK 9.0.x.

    • For WFO releases 1128 and earlier, you need Genesys PSDK 8.5.x.

  • The Platform SDK libraries are not shipped with Verint WFO and must be manually unzipped in the following location:

    <INTEGRATION_SERVER_INSTALL>/FusionExchange/libs/GenesysPSDK

    Relevant dependencies are then available within the Integration Server for the adapter to function.

  • A named TimeProfile must be configured on Genesys Statistics Server with the following configuration:

    • Type: FifteenMinutes, Growing.

    • Name: Any appropriate (you need to specify the name in the configuration XML file later).

    • Interval: 0:00+0:15

    • See https://docs.genesys.com/Documentation/RTME/latest/User/TimeProfiles for more details.

  • To use the chat, or email adapters ensure that the appropriate Java extensions are installed on the Genesys Stat Servers. Verint adapters use the eServiceInteractionStat.jar extension with the EQR and OQR subcategories. refer to the Genesys documentation to ensure this is configured: https://docs.genesys.com/Documentation/RTME/8.5.1/Dep/JavaFunctionality#How_to_Configure_a_Particular_Java_Extension_Stat_Type

  • If you are capturing chat, or email metrics you must know if you are capturing the data from Staging Areas, or Virtual Queues as this changes what adapter you must use and what statistics configuration file is needed.

The adapter registers multiple statistics against the Genesys Stat Server for each queue it monitors. Ensure that the Stat Server is appropriately scaled to cope with the volume of requests. Consult the Genesys documentation for more details.

Secure connections pre-requisites

For TLS and MTLS:

  • You must provide your Verint contact with the trusted CA certificate that signed the server certificate.

  • Genesys Stat Server must be set up to use secure connections by adding the following transport parameters:

    • TLS: tls=1

    • MTLS: tls-manual=1, tls=1

For MTLS only:

    • You must provide your Verint contact the password for the client certificate.

    • Notify Verint if you have a Secure Gateway (SGW) certificate on your machine that you would like to use as your client certificate. Alternatively, you can provide your own client certificate and private key.

    Related topics 

    Workflow: Configuring the WFO system for Genesys - CSI for Stat Server